Tag Archives: airbnb nightmare

Airbnb Gift Certificates are a Scam, Plain and Simple

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What a great idea, I thought: give my son and his wife an Airbnb gift certificate for a weekend getaway for Christmas (they have two preschool boys… need I say more?) and some cash to spend wildly. I chose Amazon as my gift card producer, paid my money, got the certificate to print off, and gave it to them for Christmas.

It was only recently that they tried to use it and the nightmare began. First, my son lost the paper and asked me to find out what the code was to access the money. I spent almost all day trying to get this information. Airbnb blamed Amazon and Amazon initially blamed Airbnb. Amazon then sent me proof that I had paid for the thing, plus we had the credit card receipt to prove we had paid.

I scanned and emailed all of this to Airbnb. They basically told me that it was not sufficient and I had to tell my credit card company to refund my money because “it did not go through”… except I did get a code to access the money. Basically, they said they could not issue a new code. Then my son found the code and tried to access it. He was told that it was invalid by Airbnb.

He made numerous calls with no success. I finally contacted Amazon again, very angry about the difficulties and that they should sever their ties with Airbnb. They decided to refund the money to me with no strings attached. You rock, Amazon! You suck, Airbnb!

I will never use Airbnb again. They were uncooperative, rude, unwilling to do anything in the face of evidence that I had purchased the card, and generally absolving themselves of all responsibility. This felt like a scam. You give me your money and I will keep your money because you have no recourse. Do not book with Airbnb.

No Results from Airbnb Online Customer Service?

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Most of the complaints from Airbnb guests are about dirty conditions. Unfortunately, I had to learn this the hard way. While the reviews might give five stars for cleanliness, perhaps some of those stars come from people who are not so clean; anything tidier than their own personal environment is indeed clean.

I rented from a “naturalist” in Las Vegas. His clean factor was rated high and the pictures boasted of this modern home in immaculate condition. I, of course, jumped right on it. He also listed the place as a serene and peaceful environment.

When I arrived, there were about 20 people in the house for a photo shoot that I was not made aware of. The music could be heard from the road. Not serene nor peaceful.

To top it off the bathroom was filthy. The sink had mold around the stopper, the shower had a significant amount of mildew, and there was hair all over the bathroom floor. They blamed the people from the shoot. Well, mold and mildew takes longer than half a day to grow; they were just making excuses.

Regardless of any of it, it was the host’s responsibility to provide a clean room. He should have blocked the room or put up a “do not enter” sign. I asked for a partial refund, which I thought was fair. He obliged and said he was sorry and wished me the best. However, he then posted a review full of half-truths, ad hominem attacks, and blatant lies.

I reported this to Airbnb and provided actual photo evidence of where he contradicted himself and of the room conditions. They did absolutely nothing and totally dismissed it. I then filed a complaint with the BBB, the reason being a lack of resolution. I was given a reply a week later from another department at Airbnb and given a full refund. I didn’t even ask for a refund from Airbnb – I requested that the host be flagged.

If you want to get Airbnb’s attention or have someone with some sense of how a business model should be run, go higher. It is worth mentioning that the background check Airbnb does is only a criminal check. Criminal background checks only prove whether or not a crook got caught… basically useless.

This is one of the ways Airbnb slips through loopholes and escapes liability when people get scammed. Ask guests and hosts questions regarding what kind of cleaning products they use or what the turnover is, and if they don’t answer or don’t want to be bothered, it’s a red flag.

As far as hosts, I think they should be made to prove they have proper licensing to do short-term rentals, proof of ownership of property, or an agreement between the owner and the tenant to use the property for Airbnb. It seems like this would keep everyone safe. This would undoubtedly damage their profits… so perhaps that’s why it’s not happening.

Three Bookings in, Airbnb will not Pay its Hosts

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We have had three reservations with Airbnb that we just started a couple months ago and it has been a nightmare. We hosted a family on March 27th. In the past they usually posted the deposits to our accounts on a certain date, but as of today, we still have not received payment.

I have called numerous times with no resolutions being made. The first lady from Airbnb customer service (on April 2nd) said they had a “glitch” in their system and said it would be a few days. On April 13th, a gentleman could not figure it out still and agreed it was “ridiculous”. I just called and they won’t even talk to me because they now know that I record all my calls… kind of hypocritical that they can record but I can’t. They know they are in the wrong and don’t want to admit to it over the phone anymore.

Don’t use Airbnb as a host or guest. They should not collect money and refuse to pay the hosts. These are our five-star customer reviews:

A truly relaxing, inviting, and notable experience.

The only other review before this one is:

Quaint Midwest home with a perfect overlook of Broken Bow. Wonderfully remodeled with never ending stories throughout the entire home. The hostess was incredible and super kind to our children. Large spaces for evening get-togethers and great kitchen area for shared meals. For anyone looking for a memorable experience during their Custer County stay, this is the place for you.

We have multiple listing with VRBO and never had problems. We had three with Airbnb that we just started a couple months ago and it has been a nightmare.

Waking up to Violent Fighting at Paris Airbnb

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My experience with Airbnb isn’t long. I only used it once and it went relatively well. The host was good, abd the room too. That’s why when my friend suggested we rent an Airbnb for our stay in Paris to visit Disneyland, I didn’t object.

As all of you know, when you first look for a room, you make sure that all the comments are positive. When I found this room in Paris I was happy that everyone found that the host was very helpful and welcoming. That’s exactly what I thought when I first saw her; she even let us check in early in the afternoon so we could enjoy our time without having to worry about our luggage.

You are probably wondering by now: where did it all go wrong? Well it started with the host’s husband snoring. Since the insulation in the house is poor and there was no door to the room, it became strictly impossible for us to sleep. Then when I finally started drifting off, I woke up to the sound of the husband yelling and glass crashing.

Needless to say we were shocked and didn’t even know what to do. We stayed glued to the bed. Then the police came in and started questioning the couple. Apparently this wasn’t the first time that these kind of fights took place. For a minute there I actually thought that the guy would kill his wife and then us too.

To be honest, both the husband and the wife apologized afterwards and they were sorry for what happened and the inconvenience they caused. However, this doesn’t mean that the same situation couldn’t happen to someone else and might not end well. As I said the host was extremely dopey and she even offered to give us back our money, which we declined. That’s why I’m not gonna tag her.

I don’t think I will be using Airbnb after this incident. I would rather pay for a hotel where I will be able to sleep safely. I hope that no one will have the same nightmare as I did.

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Landlord Exploits Long-Term Guests on Airbnb

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My landlord has turned two rooms of the house I’ve lived in for nine years into an Airbnb. Last night three dudes checked into one room. Nobody in the house had any notice about these strangers. The first thing they did when they got there is let my cat out of the house, which resulted in my roommates and I spending hours tracking him down.

Two of the guests are allergic to cats and the landlord didn’t mention it in the add, so I gave them some of my own Benadryl. The landlord had purchased no amenities like toilet paper, hand soap, garbage bags, towels, ect. All of those things were purchased by my roommates and I, who also pay for the internet the landlord advertised on the listing.

The appliances, like the washer and dryer, are also owned by me, as well as the TV and other electronics the landlord has listed as amenities. The room the guests are in is plagued by leaks and isn’t insulated. The roof has been leaking since 2016 and the landlord refuses to repair it. She just plasters over the water damage in the Airbnb every time it storms.

The landlord or “host” made the guests pay up front outside of the Airbnb app. They decided they wanted to leave, but she demanded a week up front for a special price, so they’re out that money. They rented the room out for a month.

I managed to get enough people to report the listing to take it down, but the guests are still here, at the house, using the stuff we bought. Three guys in one room. They party and drink all night, leave doors and windows open, make messes, and use dishes that I then have to clean. Imagine if you had strangers treating your house like a hotel. My landlord expects me to eat up all the Airbnb expenses and do all the Airbnb labor while she nets all the profit.

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Host’s Refusal to Help Leaves us Homeless in Barcelona

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My husband and I went through a horrible experience via an Airbnb listing near Sagrada Familia in Barcelona. Without any description in their listing, the host notified us in person that they actually lived 60 kilometers (37.3 miles) away from the listing upon our arrival and warned us it will be difficult for them to come on-site to resolve issues.

If we had been aware of this, I would have chosen a different option from the very beginning. Unfortunately, we accidentally locked ourselves outside without a key on the last day of our stay as we were still jet lagged and rushed to a tour site we booked in advance. To note, the door automatically locks when it’s closed so we had no chance to re-enter the property once the door was closed.

We contacted the host immediately once we found out about the situation at 4:46 PM. The host responded at the moment saying they weren’t sure if they would be able to come and help because it was too far of a drive for them to come on-site. We were asked to wait for them to find a solution so we went to a coffee shop near the listing to wait for an update.

However, we didn’t receive any responses for nearly four hours even we sent them messages requesting updates on the issue. Meanwhile, we offered them financial compensation for their time lost if they could help. After a long wait with no updates, we were not sure if the host would actually come and help. Since we had a reservation at a restaurant in the Gothic Quarter, we had to leave for dinner.

At 8:50 PM, the host finally got back to us and asked us where we were and he didn’t convey to us when he would be at the apartment. We just placed the order in the restaurant and couldn’t leave at the moment so we asked if he could meet us near the restaurant or let us know when he would be at the apartment to meet. We received no response from the host again.

We later on received a message from Airbnb support notifying us if we didn’t meet the host in 15 minutes, we would lose access to the listing for the night. It was impossible for us to make it back within the timeframe (we needed at least 30-40 minutes since we need to walk 10 minutes from the restaurant to find a taxi and it took about another 20-30 minutes to get back to the listing) so we asked the host if he could wait slightly longer.

Again, we received no message from the host but another message from Airbnb support stating the host had waited longer than 30 minutes and had to leave. We tried to explain the situation to Airbnb support personnel multiple times but she kept saying the host had warned us and tried their best to help so it was our responsibility not being able to get in. She stopped responding to us afterwards.

We didn’t receive any information directly from the host in the meantime besides a confirmation on the scheduled check out time at 8:00 the next morning. We ended up wandering in the street for two hours at midnight trying to find a hotel to stay for the night. Without passports and since most hotels were fully booked by then, we were almost left to be homeless for the night.

We are extremely frustrated at both the host and Airbnb support personnel. Airbnb’s terms and conditions state that “Before and during the Experience, Hosts should be available, or make a third-party available, in order to try, in good faith, to resolve any Guest issues.” Being unavailable for five hours and leaving the guest unaware of the situation cannot be considered as “good faith”.

As an accommodation service, what Airbnb does is to throw people onto the streets of a foreign country without passports in the middle of the night. Sorry to say but this is totally against the ideas they have been promoting over the years.

Rowdy Guests Results in Police Arresting and Evicting

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I’d like to share a recent video an incident involving the adjoining condo in my building and a rather unpleasant Airbnb guest. Our building has had numerous issues with Airbnb guests and it’s changed the sense of community we once had now that half the building is used by far-flung owners as income properties. We no longer know who is coming and going; it’s all unfamiliar faces with the very real threat of the unknown. We also share half our building with the Menno Simon College, so there are students actively in the building. I just wanted the share my horror story.

Excessive Temperature Enough Reason to Leave Early?

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I’d like to share my complaint regarding my Airbnb reservation in Vancouver the week before last. Here is the full letter I wrote to Airbnb after I moved out of the condo and moved into a hotel.

In the end, the result was I got less than a $400 refund from the host and Airbnb out of my full payment of $860. I had booked Airbnb several times. My last experience was really the worst. Please feel free to contact me if you have any more questions.

To whom it may concern, I want to report a Travel Issue regarding my reservation. In general, the hosts of the apartment misrepresented the condition of this place, which is unfit for anybody to live in, and they refused to solve the issue in good faith. To sum up the problems and the damages:

1. They did not mention the hot temperature in the listing even though they knew it.

2. They did not mention the loud noises and the lights causing distractions, especially for young kids.

3. They didn’t want to take responsibility when questions were put forth, only some ostensible and ineffective means.

4. This was a family trip with good expectations. Now, my family, including my cold-catching wife and two-year-old son, had their feelings hurt and wasted almost a full day of energy dealing with misdirection and the aftermath of moving to a hotel at midnight while coping with a three-hour timezone difference.

5. The extra money I had to spend on the hotel. Here is what happened. We arrived at the apartment at around 5:00 PM on March 21st. When we entered, a heat wave welcomed us. The room temperature must have reached 30 C (86 F), while the outside temperature was about 15 C (59 F).

The noise from the street was pouring into the rooms through the non-sound-proof single-layer glass windows. There were three windows in the living room. Only two of them had the parts that allowed them to be opened, which was totally not helpful for getting more cool air to lower the temperature.

At first, we thought that the heat was caused by the sunset. My wife, who had a cold then, opened the windows to get more air in, which made the noise even worse. We even turned on the fan in the living room, not improving the temperature at all – the fan is an important detail; let me get back to it later.

We hoped the heat would dial down when night fell. I went out to do some shopping, and my wife tried to tuck my two-year-old son in. When I was at Safeway, I got a message from my wife saying that it was still sweltering, and the noise, plus the light from the street, were so severe that they made my son too excited. This can be found in my wife’s message history, in case you need any of it.

I rushed back to the apartment. The most obvious feeling was: it was cool outside, but the hallway of the apartment building felt hotter. The space in the apartment even hotter. The worst part was in the two bedrooms and the living room. The temperature might not have been as high as it was at sunset, but it was still making me want to run out of the building after staying more than five minutes.

By then, my son was still awake, and he kept getting distracted by the lights and the noise from the streets. The curtains of the windows did not help at all because they were too small and too thin; one layer of the curtains was red, which made the light coming through them even brighter.

Around 10:30 PM, while trying to comfort my son to get him to sleep, I contacted the host, with good intentions, asking the possibility of switching to another place. The answer was no. They offered to talk to me the next day morning. By then, the heat in the two bedrooms made it impossible for us to sleep, and we had flown more than five hours from Toronto.

All of us were exhausted. We really need to have a good sleep, especially my son. In Toronto, he usually goes to sleep around 9:00 PM. Now it was almost 2:00 AM, and he was still pretty hyped due to the light and noise, and couldn’t help but go to the window every three minutes.

I decided to move the family to a hotel. It was clear that none of us would get any sleep in the apartment. I told the host our decision, and we agreed to meet at 10:00 AM the next morning.

When we were trying to get my son to the car and stripped him to the car seat, he was really upset and struggled a lot because he was so exhausted, but you can’t expect a two-year-old toddler to understand this. It took us about 40 minutes to get him bundled. Even on our way to the hotel, he was still crying and twisting. My wife used a lot of strength to keep him in the car seat.

Before we arrived at the hotel, he finally settled down and fell asleep. We checked into the hotel about midnight, while my wife was holding my poor son and wrapped him in the blanket to keep the light from awakening him. This was all because of the unmentioned conditions of the apartment: the heat, the light, and the noise.

At 10:00 AM this morning, after five hours of sleep, I drove to the place to meet the hosts. One of them showed up, moving in an old A/C unit. I tried to reason with him in good faith, but he started emphasizing three things in an icy voice and with a poker face:

1. No refund whatsoever.

2. All your opinions can be feedback for Airbnb, I’ve got nothing to say.

3. We’ve done everything we can. The fans we have here are the proof. We know this place is hot.

Please take the last point into account; he knew the problem with the heat but didn’t mention it in the listing at all, except for a ridiculous claim: room-darkening shades, which did not help with darkening but lighting.

Seeing that there would be no agreement, I left the apartment and got back to the hotel. My family was trying to recuperate by resting today. After my son finally was able to go to sleep at about 8:30 PM, I sat down to contact Airbnb to report this Travel Issue and ask for a refund.

Per my understanding, the money was not the biggest problem. The reservation cost about CAD860. I had to pay almost CAD1500 for the rest of our stay in the hotel, which I believe is not unreasonable if they are required to pay for part of it. The biggest problem is that they refuse to acknowledge the problem.

Even worse, since spring and summer are coming, more people will be duped into booking this place and regret it. It is easy money for the hosts. I’ve summarized the problems at the beginning, and I’m pretty sure you can see our communication in the messages. It’s a shame that I can’t provide any proof for the heat wave. If I could, I would.

Worst Airbnb Experience Ever, Rust Smell

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My destination was Acadia National Park. Everything was booked nearby so we decided to book an Airbnb outside of Acadia, and in Sullivan. The house was on a street in a rural to suburban area. In rural areas, I expect and know that rust might be in the pipes, but I also was banking on the fact that it would go away after a few minutes. I was so wrong.

I was in a group of four. The first person went into the shower for twenty minutes, and the smell of rust didn’t dissipate in the hot water. The second person went in and tried the cold water shower, only to end up with the same rust smell. No matter how long the shower water was running, the rust smell was so bad I couldn’t stay another night. I can’t even document the smell of rusting pipes or the water tank for Airbnb.

Chemical Smell at San Diego Airbnb Nightmare

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Anyone up for a horror story, a real one that happened to me last week, which is, as of yet, unresolved? If so, read on for my cautionary tale.

It was the last day of a three-day intensive transformational workshop through Sistership Circle and I was both exhilarated and exhausted. After many “Jewish goodbyes” with my dear sisters, I was excited to join a dear friend for a four-day stay in an Airbnb bungalow in San Diego.

As a person who lives with the insidious autoimmune disorder known as MCS (Multiple Chemical Sensitivity) or EI (Environmental Illness), I had carefully done my homework to be sure the place would be environmentally safe. The response I got from the host was assuring. He wrote that they use all natural products and would wash the linens in vinegar just to be sure.

“Wow,” I thought, “that is so accommodating. Surely it will be fine…”

Wrong. The chemical stink was emanating from the place before we even opened the door. I had hoped it was coming from the laundry exhaust of a nearby neighbor. I never thought I would hope for that before.

Once we stepped inside, we were blasted with strong synthetic chemicals. You can imagine the horrors when my friend and I found three Airwicks. We opened all the windows, but it was too late – the place was saturated with toxins. Even the bedding reeked of strong chemicals.

We had been deceived and had to leave within minutes of arriving. Our hearts sank as we sat on the patio trying to calm down our bodies’ reactions to the chemical assault: burning eyes, asthma, nausea, irritated throat, mood irritability and major brain fog, AKA neurological impairment that affects cognition.

We weren’t thinking clearly and needed to come up with a back-up plan. It was such a drag. The host found us outside and came out, speaking all smooth as he calmly blamed us and his housekeeper. He was a living snake-in-the-grass and of course offered not one iota of compassion or a single suggestion as to where we might could find a place to stay during spring break at 11:00 PM.

Both the host and I reported the situation to Airbnb. Since this host had a five-day notice required for canceling (which I had foolishly overlooked), he charged my credit card the 100% full amount for a four-day stay with all fees included, to the tune of $633.05. Meanwhile, Airbnb’s resolution was to apply an arbitrary $111.00 to that fee which was not acceptable.

You can imagine the flurry of calls to Airbnb and my credit card company that I made to dispute the charges and the hassle of finding a mediocre-at-best hotel late at night and so on. Unfortunately, the only place we could find was toxic too, but we managed as it was bearable, albeit barely.

It seems Murphy’s Law was in effect for us, but we did the best we could with what we had, spending most of the time out in nature on the coast or in Balboa Park. Airbnb’s case manager said she was leaving town for two weeks after she applied the $111 to the full charges for a place that we not only could not stay in but made us feel quite ill. Again, this was unacceptable.

I felt I had no choice other than to call my lawyer and open a case. First thing tomorrow morning, we will discuss the case again and get moving toward an acceptable resolution.

Some “professional”. Never again. I am owed my refund in full and am determined to reach that solution, even if I have to get the Americans With Disabilities Act (the ADA) involved. Airbnb is culpable here too and they need to be reasonable and have the backs of their guests when it’s called for, not just the hosts who bring them so much money.